Hinduja Global Solutions partners with UK’s GDS for public service transformation

HGS partners with GDS: Hinduja Global Solutions (HGS), a prominent provider of consumer engagement, digital customer experiences, analytics, and AI solutions, has recently announced a significant strategic partnership with the UK Government Digital Service (GDS). The collaboration aims to streamline and expedite the identity verification process for users accessing central UK government services through the GOV.UK One Login platform, enhancing the overall user experience.

This partnership was established through the Crown Commercial Service Framework, marking a pivotal opportunity for HGS UK to align its capabilities with GDS's long-term vision of facilitating seamless access to government services for constituents.

“Securing this opportunity was not based on the ability to convey just what we could do today, but rather our unwavering dedication to being a trusted, collaborative partner that conveyed where we could go in the future – together,” said Patrick Elliott, CEO, HGS UK. 

“We are looking forward to this incredible opportunity to support the Cabinet Office in their vision to redefine the digital landscape of central UK government public services,” added Elliott

Comprehensive multi-channel support

Under this partnership, HGS UK will offer comprehensive, multichannel support to public users accessing GDS's GOV.UK One Login services. With a track record in implementing critical government solutions worldwide, HGS brings a wealth of digital capabilities to enhance customer support. 

This includes a single-pane-of-glass interface across various communication channels, such as voice, webchat, webform, social media, and conversational AI for intelligent deflection. Additionally, HGS will monitor interaction trends and alerts through speech and text analytics.

Rachel Tsang, Deputy Director for the Digital Identity Programme at GDS, expressed satisfaction with the partnership. 

“We are pleased to announce a partnership with HGS to supply a contact centre for our users. By doing this, we will be able to provide our users with great customer support, at the point of need, when they are accessing GOV.UK One Login. Having these services in place will allow us to focus on all our customers, including those with low digital skills,” said Tsang.

GOV.UK One Login represents an advancement in the way individuals interact with government services. GDS will be aiming to make identity verification as accessible as possible to enable user access to government services.